Welcome to Bluebird Psychology. Before accessing our services, please take a moment to review the terms and conditions that govern our work with you. By engaging in services with us, you are agreeing to the following terms.

1. Confidentiality

We are committed to your privacy. All discussions and records remain confidential unless disclosure is required under the following circumstances:

• Legal obligations, such as a subpoena

• Risk of harm to you or someone else

• Child protection concerns

• Criminal activity

• With your explicit written consent, such as to:

  • Share information with your GP or healthcare team

  • Communicate with a support person at your request

If you have been referred via a GP and Mental Health Care Plan, we are required under Medicare guidelines to provide brief progress updates to your GP at designated intervals (e.g., after six sessions). These updates are professional and general in nature.

Security cameras are installed in our shared waiting areas and hallways for the safety of all clients, families, and staff. These cameras do not operate inside consulting rooms and do not record audio. Footage is stored securely and accessed only when required for safety, legal, or operational purposes.

2. Fees & Billing

• Fees are payable at the end of each in-person session, or prior to telehealth appointments.

• Appointments after 5pm or on Saturdays incur a $15 additional fee.

• If you are eligible for Medicare or third-party billing, you authorise us to bill the relevant provider on your behalf.

• Medicare rebates do not apply to sessions with provisional psychologists.

• Assessment and reporting fees differ. Please contact us for current fee details.

3. Communication Outside of Sessions

Our clinicians do not generally have the capacity to communicate with clients outside of scheduled sessions. Communication between sessions should be limited to administrative matters only, such as rescheduling appointments or confirming details. This communication is typically handled by our admin team via phone or email.

Email correspondence is not continuously monitored and should not be used to share therapeutic content or urgent clinical information. If you require support between sessions, please discuss this with your clinician to develop an appropriate care plan.

4. Social Media and Public Contact Policy

Bluebird Psychology maintains professional boundaries to protect client privacy and uphold ethical standards. Our clinicians:

• Do not accept friend or follow requests from clients on social media

• Do not engage in online communication through personal platforms

• Will not comment on, repost, or discuss client-related content online

Clients are asked to refrain from contacting clinicians through social media or discussing therapy content on public platforms in a way that could compromise privacy.

5. After-Hours and Emergency Support

Bluebird Psychology is not a crisis service, and we are unable to provide after-hours support. If you are in crisis or experiencing a mental health emergency, please contact one of the following:

• Emergency Services (000)

• NSW Mental Health Line – 1800 011 511

• Lifeline – 13 11 14

• Your local hospital emergency department

Please raise any concerns about safety or support needs with your clinician during session time so that a care plan can be established.

6. Conflict of Interest

Bluebird Psychology clinicians do not generally provide treatment to multiple clients where a conflict of interest may arise — for example, working with two members of the same family or two individuals involved in a shared dispute or relationship.

There may be exceptions to this, particularly in situations involving child-focused or family-informed treatment, and your clinician will discuss these circumstances with you transparently.

If a conflict of interest becomes known or emerges during the course of service, your clinician may be required to modify the structure of services or, in some cases, discontinue or refer one or more parties to another provider.

7. Use of Reports and Legal Boundaries

Bluebird Psychology does not provide court reports, forensic assessments, or expert witness testimony. We are a therapeutic and assessment service, not a forensic or medico-legal provider.

We do not provide reports or letters for the purposes of:

• Clearance to return to work following psychological injury or criminal charges

• Restoration of a driver’s or firearm licence

• Custody evaluations, parenting capacity reports, or submissions for Family Court

• Fulfilment of court-mandated therapy requirements

• Legal proceedings requiring expert psychological opinion

We may provide brief treatment summaries or confirmation of attendance when appropriate and in accordance with our ethical and legal responsibilities — for example, where required by subpoena or for a referring medical practitioner under Medicare.

Please be aware that engaging in therapy or assessment with our team and then requesting us to provide an independent legal opinion or to act as an expert witness presents a conflict of interest. In such cases, we may need to decline the request or refer you to a more appropriate provider.

8. Cancellations & Missed Appointments

If you need to cancel or reschedule your appointment, please provide at least 24 hours' notice (1 business day).

• Missed appointments or cancellations within 24 hours will incur the full session fee.

• For example, to cancel a 2:00pm Monday session, notice must be given before 2:00pm the previous Friday.

Our administration team is not available on weekends, so please plan accordingly.

9. Separated Families

We recognise the complexities that may arise in supporting children and adolescents in the context of separated families. Our goal is to provide care that is consistent, child-focused, and grounded in ethical practice.

Supporting Your Child:

• We can provide therapy and assessment only when both legal parents/guardians with relevant decision-making rights give consent.

• We maintain a neutral stance and do not engage in family disputes.

• Both parents are welcome to contribute to therapy goals, provided there is mutual agreement.

• Feedback may be provided to both parents, and one-on-one meetings with either parent require consent from both.

• If safety concerns arise, we are mandatory reporters and will take appropriate action.

What We Cannot Do:

• We do not offer family therapy, parenting coordination, or mediation services.

• We do not interpret or enforce court orders. These must be supplied by you.

• Outside session time, communication with our clinicians is limited to email and is not always guaranteed.

If ongoing parental conflict impacts the effectiveness of therapy or assessment, we may pause or discontinue services and refer to a more appropriate setting.

10. Child Services

We are committed to child safety and providing a developmentally appropriate service. Please note the following:

• Parents or guardians of clients aged 16 and under are required to attend the initial session and any scheduled parent sessions.

• For children under 14 years, a parent/guardian must remain on-site or within brief walking distance, and be contactable by phone.

• For clients aged 14–17 years, a parent/guardian must be contactable during sessions and available to attend if needed in an emergency.

11. Client Records & Privacy

In providing psychological services, we collect personal information relevant to your wellbeing and treatment. This information is essential for assessment, treatment planning, and care delivery.

• Records are stored securely and managed in accordance with the Health Records and Information Privacy Act 2002 (NSW) and Australian Psychological Society Guidelines.

• Files are retained for a minimum of 7 years after the last contact, or until the client's 25th birthday if they were under 18 at the time of treatment.

• After this time, files may be securely destroyed by your clinician.

You may request access to material recorded in your file, subject to the exceptions outlined in National Privacy Principle 6.
Requests are responded to within 21 days. A reasonable administrative fee may apply.

12. Employee Assistance Program (EAP) Clients

If you are accessing services through your employer’s EAP:

• Some non-identifying, aggregated data (e.g., number of sessions used) may be shared with your employer.

• No identifying personal information will be disclosed without your explicit consent.

• If you miss or cancel an appointment with less than 24 hours’ notice, the cancellation fee will be payable by you, not your employer.

13. Telehealth Services

We offer secure Telehealth services via Zanda, our encrypted and compliant video platform.

By using Telehealth, you agree to:

• Conduct your session in a private, quiet space

• Use a reliable internet connection and suitable device

• Avoid multitasking (e.g., driving, messaging) during sessions

We will:

• Not record your sessions

• Not share your personal information without consent (except as legally required)

• Conduct sessions from a private, confidential setting

You are responsible for your own internet service and data usage. While we aim to provide stable connections, we cannot guarantee uninterrupted service.

14. Right to Discontinue Services

We are committed to maintaining a safe, respectful, and professional environment for our clients, clinicians, and team members. Bluebird Psychology reserves the right to pause or discontinue services if:

• Abusive, threatening, or aggressive behaviour occurs (verbal, written, or physical)

• Sexualised language or conduct is used

• There are repeated missed appointments, late cancellations, or poor engagement

• There are unresolved payment issues

• Any conduct by a client, guardian, family member, or associated contact compromises the safety or wellbeing of our staff or other clients

If discontinuation of services is necessary, we will communicate this clearly and respectfully, and, where appropriate, assist in providing alternative referral options.

15. Appointment Availability & Continuity of Care

It is the client’s responsibility to ensure they have adequate appointments booked in to meet their therapeutic needs. While we make every effort to maintain availability, we cannot guarantee appointment access at short notice. We recommend that clients book in advance to secure preferred days and times, particularly during peak periods.

Occasionally, clinicians may experience illness or personal circumstances requiring cancellation of sessions. We are highly aware of the inconvenience this causes and will always do our best to communicate clearly and assist you in rescheduling, including offering the next available appointment.

For returning clients, where possible, we will endeavour to offer continuity by rebooking you with the same clinician if this is your preference. However, we cannot guarantee this in all cases due to changes in clinician availability, capacity, or scheduling requirements.

16. Complaints and Concerns

We take your feedback seriously and are committed to continuous improvement. If you have a concern or complaint, we encourage you to:

1. Raise the issue directly with your clinician, if you feel comfortable doing so

2. Alternatively, contact our practice director or admin team at email@bluebirdpsychology.com.au

We will do our best to respond in a timely and respectful manner.

17. Referrals to Other Services

Bluebird Psychology has a professional duty of care to ensure that every client receives the most appropriate and effective support. If at any point your clinician believes that your needs would be better met by another service, professional, or approach, they may recommend a referral.

This decision is made with careful consideration and guided by our ethical and clinical responsibilities. We will support you in transitioning to a more suitable provider and ensure appropriate information is shared to facilitate continuity of care.

18. Questions & Feedback

If you have any questions about these terms or your experience with Bluebird Psychology, please speak with your clinician or contact our administration team. We are here to support you.

Important Note:
This Terms of Service outlines key policies and expectations relevant to clients engaging with Bluebird Psychology. It is not an exhaustive list of all clinic policies and procedures. Additional guidelines may apply depending on the nature of services provided. If you have any questions about specific policies not addressed here, please contact our administration team for clarification.

Last Updated: May 2025